ServiceNow Developer - ITSM Module

Role Overview :

We are seeking a skilled ServiceNow ITSM Developer with hands-on experience in ServiceNow ITSM implementations, platform customization, workflow automation, and integrations. The ideal candidate should possess strong expertise in Incident, Problem, Change, Request, Knowledge Management, and Service Catalog modules along with ServiceNow development capabilities.

Key Responsibilities :

• Design, develop, configure, and support ServiceNow ITSM solutions.

• Customize and enhance Incident, Problem, Change, Request, Knowledge Management, and Service Catalog modules.

• Develop and maintain Workflows, Flow Designer automations, Business Rules, Client Scripts, UI Policies, and Script Includes.

• Configure and manage ACLs, roles, groups, and security controls.

• Develop and support integrations using REST/SOAP APIs and IntegrationHub.

• Configure notifications, approvals, SLAs, and catalog workflows.

• Create and maintain reports, dashboards, and performance metrics.

• Participate in ServiceNow upgrades, deployments, testing, and release management activities.

• Troubleshoot platform issues and perform root cause analysis.

• Collaborate with business stakeholders to gather requirements and provide scalable technical solutions.

• Prepare technical documentation and support documents.

Required Skills & Experience :

• 3 - 5 years of overall IT experience with hands-on ServiceNow development experience.

• Strong experience in ServiceNow ITSM modules :

• Incident Management

• Problem Management

• Change Management

• Request Management

• Knowledge Management

• Service Catalog

• Service Level Management (SLM)

• Hands-on experience with :

• Flow Designer

• Workflow Editor

• Business Rules

• Client Scripts

• UI Policies

• Script Includes

• ACL (Access Control Lists)

• Notifications

• Experience in Integration development using :

• REST APIs

• SOAP APIs

• IntegrationHub

• Good understanding of :

• Import Sets

• Transform Maps

• Update Sets

• Reports & Dashboards

• ATF (Automated Test Framework)

• Strong knowledge of ServiceNow ticketing tool and ITSM processes.

• Experience in ServiceNow platform configuration and customization.

• Hands-on experience in debugging, troubleshooting, and performance optimization.

Preferred Skills :

• ITIL Foundation Certification preferred.

• Experience working in Agile/Scrum environments.

• Exposure to CMDB and Asset Management will be an added advantage.

• Good understanding of ServiceNow best practices and governance.